Automated Hotel Booking Update and Cancellation by Processing Customer Emails
Introduction
The automation solution developed for Hotelzify on Email Booking Update and Cancellation Automation is a powerful system designed to streamline the email handling process for hospitality businesses. By leveraging Google Pub/Sub for message queuing, Python for processing logic, MongoDB for data storage, and LangGraph for intelligent workflow management, the system efficiently handles email cancellations and other inquiries while reducing manual intervention.
Problem/Opportunity
Manual handling of email requests, especially cancellations, often leads to delays, errors, and inconsistent customer experiences. This creates the need for an automated solution capable of:
● Handling multiple email providers (e.g., Microsoft, Gmail).
● Identifying intent (such as cancellations) from email threads.
● Automating the cancellation process while maintaining user data security and satisfaction.
Solution
The solution automates the entire email handling process, focusing on cancellation requests. Key features include:
● Google Pub/Sub: Used to manage the flow of email data across the system, ensuring scalability and real-time processing.
● Python: Executes the logic for identifying email intent (e.g., cancellation or others) and processes the email flow accordingly.
● MongoDB: Stores all incoming emails for future analysis and product development, as well as the booking details associated with each user.
● LangGraph: Manages the workflow, ensuring that emails are processed in the correct sequence (authentication, booking lookup, action response, etc.).
The flow automates:
● Capturing and classifying emails based on intent (e.g., cancellation vs. general inquiries).
● Authenticating users by checking booking details against the database.
● Sending automated reminders to guests via multiple channels (e.g., WhatsApp, email) during the cancellation waiting period with the cancellation charges and possibility of cancellation.
● Notifying human agents if manual intervention is required.
Implementation Process
The system integrates several components to ensure seamless operation:
● Email Capture: Captures emails, identifies the type (e.g., cancellation), and processes them accordingly.
● Booking Validation: Authenticates users by checking for active bookings using MongoDB and either proceeds or requests additional details if needed.
● Automated Communication: Sends confirmation emails or reminders to guests, depending on the status of the cancellation request.
Results
● Efficiency Gains: The automated flow significantly reduced the need for human intervention, handling up to 90% of cancellation requests autonomously.
● Improved Customer Experience: With real-time processing and automatic follow-ups, guest satisfaction increased as cancellations were handled promptly and efficiently.
● Scalability: Using Google Pub/Sub, the system scaled effortlessly to handle large volumes of emails from multiple providers without delays or bottlenecks.
Conclusion
This email automation solution provides a robust, scalable framework for handling cancellation and other email inquiries. By integrating Google Pub/Sub, Python, MongoDB, and LangGraph, the system not only improves operational efficiency but also enhances customer satisfaction by automating complex workflows with minimal human intervention.
